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Shipping Policy

At LumEssences, operated by Etrade Essense Limited, we are committed to delivering your beauty and skincare products quickly, securely, and reliably. This Shipping Policy explains our shipping methods, delivery times, processing procedures, and your responsibilities when placing an order.

1. Shipping Destinations

We currently deliver to:

  • United Kingdom
  • European Union member states
  • Selected international destinations

If your country is not available during checkout, please contact us at contact@lumessences.com, and we will do our best to assist you.

2. Order Processing

Orders are normally processed within 1 business day after payment has been successfully received.

Orders are processed Monday to Friday, excluding weekends and public holidays.

During periods of exceptionally high demand, promotional campaigns, or public holidays, processing times may be slightly longer.

Once your order has been dispatched, you will receive a shipping confirmation email containing your parcel tracking information.

3. Shipping Methods

We currently offer the following delivery options:

Express Shipping

  • Estimated delivery: 2–3 business days
  • Fully tracked service

Registered Shipping

  • Estimated delivery: 4–5 business days
  • Fully tracked service

Delivery estimates begin once your order has been dispatched and are provided for guidance only.

4. Shipping Costs

Shipping charges are calculated automatically during checkout based on:

  • Delivery destination
  • Shipping method selected
  • Weight and dimensions of the order

Any free shipping promotions or delivery discounts will be clearly displayed on our website and during checkout where applicable.

5. Delivery Times

While we strive to meet all estimated delivery times, delays may occasionally occur due to circumstances beyond our control, including:

  • Customs inspections
  • Airline or transport disruptions
  • Severe weather conditions
  • Public holidays
  • Courier delays
  • Force majeure events

Estimated delivery dates are not guaranteed and should be considered approximate.

6. Customs, VAT and Import Charges

Orders shipped outside Hong Kong may be subject to:

  • Import duties
  • Customs clearance fees
  • Value Added Tax (VAT)
  • Local taxes or government charges

These charges are determined by the customs authorities of the destination country and are the responsibility of the customer unless otherwise stated at checkout.

LumEssences is not responsible for customs delays, import restrictions, or additional fees imposed after shipment.

7. Order Tracking

All shipments include tracking.

Once your order has been dispatched, you will receive an email containing your tracking number and shipment details.

Please allow up to 24 hours for tracking information to become available after dispatch.

8. Delivery Responsibilities

Customers are responsible for providing complete and accurate shipping information.

If incorrect or incomplete delivery details are supplied:

  • Delivery may be delayed;
  • Additional shipping charges may apply;
  • Returned parcels may incur redelivery costs.

LumEssences cannot accept responsibility for deliveries that cannot be completed due to incorrect customer information.

9. Lost, Delayed or Damaged Shipments

If your parcel has not arrived within the expected delivery period, please contact our Customer Support team.

We will work closely with our shipping partners to investigate and resolve the issue as quickly as possible.

If your order arrives damaged, please notify us within 48 hours of delivery and include photographs of the damaged parcel and products where possible.

10. Undeliverable or Returned Parcels

A parcel may be returned to us if:

  • The delivery address is incorrect;
  • Delivery is refused;
  • Customs clearance is not completed;
  • The parcel remains unclaimed.

Where a parcel is returned, we may:

  • Arrange reshipment (additional shipping charges may apply); or
  • Issue a refund for eligible products, less the original shipping costs and any return charges incurred.

11. Order Changes and Cancellations

Orders may be modified or cancelled only before they have been dispatched.

Once an order has entered the shipping process, we are unable to make changes to:

  • Delivery address;
  • Shipping method;
  • Ordered items;
  • Order cancellation.

Please contact us as soon as possible if you need to amend your order.

12. Delivery Acceptance

Risk in the products passes to the customer once the order has been delivered to the address provided during checkout.

If someone accepts delivery on your behalf at the specified address, the order will be considered successfully delivered.

13. Contact Us

If you have any questions regarding shipping or delivery, our Customer Support team will be happy to assist you.

LumEssences

Etrade Essense Limited

8/F China Hong Kong Tower

8-12 Hennessy Road

Wan Chai, Hong Kong

Website: www.lumessences.com

Email: contact@lumessences.com